🌐 ONLINE STORE NOTICE
KOALA WOODCRAFT operates as an exclusively online store. We do not have a physical retail location open to the public.
Any address displayed on this website — including on this page — is the registered business address of KOALA TEXTILES, LLC,
our legal entity based in San Francisco, California.
KOALA TEXTILES, LLC assumes all legal and operational responsibilities for the operation of this store, including but not limited to order fulfillment, customer service, refunds, and compliance with applicable laws.
Returns & Refunds
We stand behind every handcrafted piece. If something isn’t right, we’ll make it right.
Return Window & Eligibility
We accept returns within 30 days of the delivery date. To be eligible, items must be:
- Unused and in original condition
- In original packaging with all protective materials
- Free from damage caused by the buyer
- Accompanied by your order number
🪵 Natural variation is not a defect. Hand-carved wooden items naturally vary in wood grain, tone, and texture. These characteristics are part of what makes each piece unique and are not grounds for return.
Non-Returnable Items
- Personalized / custom engraved items — made-to-order and non-refundable unless defective
- Items returned after 30 days of delivery
- Items with damage caused by improper use or handling
- Final Sale or clearance items
- Gift cards
How to Return
Email Us — Contact [email protected] with your order number and reason for return.
Receive Authorization — Our team will respond within 1–2 business days with return instructions.
Pack Carefully — Re-pack the wooden item with all original protective packaging. Wooden items are fragile — use bubble wrap. You are responsible for return shipping costs unless the item is defective.
Refund Issued — Once received and inspected (1–3 business days), your refund will be issued to the original payment method.
Refund Timeline
| Step | Timeline |
|---|---|
| Return received & inspected | 1–3 business days after receipt |
| Refund approved & processed | Within 3 business days of inspection |
| Credit appears on statement | 5–10 business days (bank dependent) |
Damaged or Defective Items
If your item arrives broken or damaged in transit, email us within 48 hours of delivery with photos of the item and packaging. We will send a replacement or issue a full refund — no return shipping required.